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HELP & Frequently Asked Questions If you cannot find the answer to your question, then please Contact Us and we will be more than happy to help! GENERAL QUESTIONS
QUESTIONS ABOUT PRODUCTS
QUESTIONS ABOUT DELIVERY
QUESTIONS BEFORE ORDERING
QUESTIONS AFTER ORDERING
How do I contact you?If your question is not covered here, please Contact Us and we will be more than happy to help. Emails are checked throughout the day and we will always get back to you as soon as possible - we do kindly ask that you check below first, it does cover the majority of questions we're asked (with links where appropriate). ALERT! Please ensure you check your junk/spam email folder if you believe you have not had a response before messaging again - we do respond to all messages, so please check and set us up as a safe sender to prevent this problem. How do I place an order?Enter the quantity you require in the box next to any product and chose your preferred options, then click Add to Basket. A basket summary will pop up that you can review before continuing shopping or going straight to checkout. There is a basket link at the top right of every page - click this at any time to review what you've already added, make any changes or to checkout. When you're ready to checkout, enter your contact details as requested and proceed to payment. You have a choice of SagePay or Paypal to securely process your card payments (select pay by card when prompted). For more information about secure payments, please click HERE. UK customers can also pay direct through online banking or at a bank counter - see your order confirmation email for the details you will need.We will send you an email to confirm your order details, and another one when your order is packed and ready for dispatch. How do I receive your email newsletters?You'll find a Newsletter subscription box on the left hand side of every shop page or you can sign up when you go through checkout - you can unsubscribe at any time. Are you anything to do with Calico Crafts?We were trading as Calico Crafts Ltd for 15 years before the business was totally destroyed in a fire in late 2014. Unfortunately the company was unable to continue trading and we were suddenly unemployed! Despite the devastation, we both wanted to give it a shot with our own brand that we'd just started manufacturing earlier that year. So we've rebuilt, reinvested in equipment and machinery and now Calico Craft Parts has a home of its very own! We both look forward to serving you for many more years to come - new customers and old! We hope you enjoy our new venture and thanks for being part of the journey. Do you have a shop?Only our on-line web shop where you can order safely and securely at your convenience. Do you offer wholesale or trade prices?Not specifically as we are not a distributor or wholesaler - but we do offer a quality product at a fair price to start with. We also offer multi-buy discounts on the vast majority of products (the more of an item you buy, the price per product goes down), mix and match multi-buy discounts across numerous ranges (buy a certain number of products in the range and receive a discount on all of them!) PLUS free shipping on UK orders over £25. On top of that, we also give loyalty points on every order for registered customers. Once you've accumulated enough loyalty points, you can redeem these against future orders to save even more! Do you offer product samples?Sorry, we do not offer samples as we have found it to be a pointless exercise in futility. Our products are pretty much self explanatory and we try to give as much information as possible to ensure you know what you are buying. There are many project ideas dotted around the site to give you a flavour of what you can use our products for. There are also links throughout to project ideas on the design team blog. All posts come with oodles of photos and many feature full step by step instructions so you can give it a go! There's also hints and tips on using paints, mediums, stamping techniques and more to achieve the results you're after. Can you do bespoke (custom made) products?Why yes, yes we can! Take a look at our Custom Enquiries page where you can see previous custom work, ideas for personalised products and links to contact Steve with your enquiry. Will some of the designs break easily?Like any wood product or embellishment, if you apply enough pressure it will eventually snap. However, we've made the decision to offer many designs which are extremely detailed as they are just so beautiful and our customers and design team just love using them! There's some useful information on the About Our Products page, the substrates we use and the laser process. You should of course handle the twiddly and delicate designs with care, but in the event of a piece coming adrift, gluing it back in place with the main piece is usually enough to rescue the situation. We have tried and tested this by deliberately breaking pieces and it does give good results. Many designs can also be broken on purpose (yes indeed!) and you can use one craft part on several projects - the design team do this with fabulous results over at the design team blog. We will of course replace or refund any product that you are not satisfied with. Where do you ship to?We ship to anywhere with a UK postcode, Europe, USA, Canada, Australia and New Zealand. For more information about international shipping charges and estimated delivery times, please see our Delivery Information page. What are your p&p charges?FREE delivery for UK orders over £25 - your order will be sent using the most appropriate method depending on the weight and value of the order. For all UK orders under £25 - chose from flat rate shipping of £2.50 Royal Mail 2nd Class post or £3.50 Royal Mail 1st Class post. PLEASE NOTE: Your choice of shipping does not affect dispatch speed, only how quickly your order arrives once it has been dispatched. For more information about international shipping charges, please visit our Delivery Information page. How long will it take for my order to be despatched?We kindly ask that you allow 3 to 5 working days for dispatch from date of order, although we will always dispatch sooner whenever possible. This is to allow a little wriggle room should the sky fall on our heads or during peak periods. For personalised products, please allow 5 to 7 working days for dispatch. Orders are not packed on public holidays or weekends. Both the office and workshop are closed for 2 weeks each year over Christmas and New Year and occasionally we have a week off in the summer! We will always update the site in good time with notices of any holiday periods so you can plan ahead. You will receive an order dispatched email on the day your parcel leaves us so you know your goodies are on their way. How long will it take my order to arrive?UK 1st Class post is usually delivered within 1-2 days, 2nd Class post may take up to 5 days.** EUROPEAN orders are usually delivered with 5-7 days.** WORDLWIDE ZONES 1 and 2 orders are usually delivered within 7 to 15 days.** ** Please check our updates page for current information on covid/brexit delays. Delivery times are given in good faith based on Royal Mail guidelines - the vast majority of deliveries arrive in good time. Royal Mail will not consider a parcel missing until the following timeframes have elapsed. WHERE'S MY ORDER: UK/EUROPE - please allow 15 working days from date of dispatch before chasing your order. WORLDWIDE ZONES 1 and 2 - please allow 20 working days from date of dispatch before chasing your order. Working days are counted by Royal Mail and couriers as Monday to Friday. We will offer to refund or replace your order once these timeframes have elapsed. We will assume your order has been received in satisfactory condition unless otherwise notified within 5 further days. Claims for lost parcels cannot be made after this time. I need my order urgently, what should I do? To be fair to all customers, orders are cut and packed strictly in turn. Depending on workload, we will always try to accommodate rush orders and can also offer a guaranteed delivery service for an additional charge. Please Contact Us if you require this service. There is no minimum order or quantities when buying from Calico Craft Parts. What if I don't want to pay by card over the internet? Unfortunately you will be unable to order from us unless you opt for the bank transfer option on check out. You can then pay for your order using on-line banking or over the counter at your bank. The account details you will need to make your payment are in your order confirmation email. We do not accept cheques, postal orders or orders via email, nor do we dispatch goods on an invoice now, pay later basis. When you order online and pay by card, you are processing your own payment - we do not see your card details at all and this ensures complete security. For this reason, we do not take telephone orders or payments over the telephone. We are sorry for any inconvenience this may cause to the few potential customers who cannot or do not wish to place orders online but keeping ordering simple and safe means we can continue to provide a fast service to the vast majority of customers who are happy to order online. I can't find a product, what should I do? There is a search box at the top of every page, just start typing in the search box and it will suggest products to match - click on any of the suggestions to be taken straight to the product. If it's an item you've ordered before (log in to your customer account to check your record) or check a previous sales receipt or email for the product code, and if it's still available you can search that way. If no results are returned, the product may have been discontinued since your last order so it will have been removed from the website. However, we can still cut discontinued products as we keep all the files, so just drop us a line and we'll be happy to oblige. If you have any product queries, please do not hesitate to Contact Us and we will do all we can to help. I'm having a problem ordering, what should I do? If you have a problem with on-line ordering it is usually something minor that can be rectified quickly. Our ordering system is very straight forward and should work with all popular browsers. You will need to have cookies enabled so that your basket contents can be remembered while you shop - if you have any questions about cookies, please read our Privacy Policy. If you are having problems ordering, please Contact Us so we can try to resolve the issue. I placed an order but I didn't get an email confirmation, what should I do? Order confirmation emails are automatically generated when an order is completed successfully. If you have not received one, it could be for the following reasons:
If you are sure you have fully completed your order, you can Contact Us to confirm that we have received the order and obtain your order number. I've recently placed an order, can I add or change something? Sorry, but we cannot add to a completed order* but we can remove products or reduce quantities if required (please note: reducing quantities may affect any discounts applied). If you paid through Sagepay your payment is pre-approved but not taken until the order is processed, when we complete your order the reduced payment will be taken. If you have paid through Paypal, a refund for the difference will be issued when we complete your order. To avoid any confusion, we cannot take this information over the phone. Replying to your order confirmation email is fine with clear instructions of which products you wish to remove or amend. *If you wish to add products to a completed order, please place a 2nd order for these products. Email us immediately and we will combine the 2 orders and remove the postage charge from one of them (or reduce the total as required for international orders). If the 2nd order brings your product total to over £25 (UK only), we will remove the postage from both orders. If you do not email us to alert us to a 2nd order, we may not always pick this up as it's not always the same person packing so please bear this in mind. I received my order but something is missing, what should I do? Before reporting an item missing, please thoroughly check through your order - for ease of packaging, items are often sandwiched in layers (eg between plaques/mixed media boards). Take care when removing void fill or other packing materials as smaller items can get caught in this - please DO NOT throw this away until you have checked your items off from your invoice. Check to see if you've been sent a further email from us telling you about an item that's been delayed or taken off the order explaining why. If none of the above applies, it is probably a picking error that can be easily rectified. Please Contact Us with your order number and we will ensure this is corrected I would like to return something, how do I do this? Simply Contact Us and select the option for returns - please give your name and order number and let us know what items you are returning. We'll email you back with confirmation details before you send the return back to us. Any products returned must be in re-saleable condition and you must let us know within 30 days of receipt if you'd like to action a return. Once the return has been received in re-saleable condition, we will refund you within 30 days of receipt, but normally refunds are processed within 1 to 5 working days. If you are a registered customer, you may request a credit instead of a refund. This will be available for use against your next purchase. If the products you are returning will take your original order value below the free p&p threshold, you will be refunded less the original standard rate shipping charge of £2.50. We're sorry but we cannot refund return p&p costs. I've received my order but something is damaged, what should I do? If something in your order arrives damaged, we will offer you a refund or a replacement. Damaged or faulty items must be reported within 7 days of receipt - replying to your order dispatched email is fine (or you can Contact Us). A photo of the damage would be handy - please keep all packaging materials until we have investigated the reason for the damage. I would like to return my whole order, what should I do? The UK left the EU on 1st January 2021 however we will adhere to the spirit of the EU Distance Selling Directive. You will still have a 14 day cooling off period that starts from the day after you receive your order. During this time you can change your mind and cancel your entire order without giving a reason. You must contact us inside the 14 day period in writing (replying to your order dispatched email is fine) to let us know that you want to cancel your order and we will confirm this before you return it. When we receive your full order back in re-saleable condition, we will issue you with a full refund of your original order (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We're sorry but we cannot refund return p&p costs. PLEASE NOTE: This does not apply to B2B (Business to Business) transactions or custom orders unless the goods are faulty - even if you are only making small orders at home for resale. Please ensure you are ordering correctly - you have every opportunity to inquire about any product prior to placing your order to ensure the product(s) you are ordering are suitable and correct for your needs. I've ordered the wrong product, will you exchange it? As our postage and packaging charges are subsidised, we cannot offer an exchange service. If you have ordered a product in error, you can return it by following our returns procedure and re-ordering the correct item. This will be considered a new order and p&p will be chargeable, but you will be refunded or credited for the returned item. My order hasn't arrived, what should I do? You will receive an email on the day your parcel is dispatched - there's not a great deal we can do before 15 working days have passed unless you've arranged a guaranteed delivery (Royal Mail will not consider standard 1st or 2nd class post lost until this time period has passed). Please rest assured that the vast majority of orders are delivered promptly, so before chasing please check the following:
If you have followed the above steps and your parcel has not arrived after 15 working days (this starts the day following dispatch and is counted as Monday to Friday) then please Contact Us for additional help.
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